Refund policy

1. About this policy

This Refund Policy applies to YumaOS supplied by YUMA IT PTY LTD (ABN 62 684 389 839, ACN 684 389 839), trading as Yuma IT. It forms part of the Terms and conditions. Defined words have the same meaning as in the Terms.

If an Order or a marketplace private offer sets a more favourable refund for you, that more favourable term applies as well. If a document says there are no refunds, that statement does not apply to the extent the ACL requires a remedy.

This policy is a statement of how we handle refunds and ACL claims. It is not a separate paid warranty product.

2. Australian Consumer Law rights

The ACL cannot be excluded, restricted or modified where it applies. If you acquire YumaOS as a consumer under the ACL (including many purchases of $100,000 or less), YumaOS comes with consumer guarantees. Those guarantees include, for services, that we will supply them with due care and skill, that they will be reasonably fit for a purpose you made known, and that they will be supplied in a reasonable time if no time is set. For goods (which can include software supplied as a product), guarantees include acceptable quality, fitness for a disclosed purpose, and correspondence with description.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

A major failure includes where YumaOS would not have been acquired by a reasonable consumer fully acquainted with the nature and extent of the failure, where it is substantially unfit for its normal purpose or a disclosed purpose and cannot be remedied easily and within a reasonable time, where it creates an unsafe situation, or (for goods) where it differs significantly from the description or sample.

ACL remedies are in addition to any other rights you have under an Order or at law. You are not required to use a manufacturer's or marketplace process before using your ACL rights against us, although a marketplace may also have its own refund path for purchases made through it.

3. When we refund

We will provide a refund, replacement, resupply, repair or other remedy when the ACL requires it, including:

• a major failure of goods or services;
• a failure that is not major, if we do not remedy it within a reasonable time;
• cancellation of services for a major failure, including a refund of the unused portion or compensation for reduced value; and
• compensation for reasonably foreseeable loss or damage to the extent the ACL requires it.

We will also refund:

• prepaid Fees for the unused portion of a Subscription Term if we withdraw YumaOS or terminate for our convenience;
• a duplicated payment or a clear billing error;
• Fees paid for an Order we do not accept, or for YumaOS we never make available; and
• any other amount an Order says is refundable.

4. Change of mind

The ACL does not require a refund if you simply change your mind, if you find a cheaper option, or if your internal project is cancelled, unless an Order says otherwise or a cooling-off law applies. YumaOS is sold as enterprise software by quote or marketplace offer, not as an unsolicited consumer agreement. We do not offer a general cooling-off period.

If we have not yet made YumaOS available under an Order (no tenant, licence keys, credentials or deployment start), you may cancel that Order by written notice and we will refund Fees already paid for that unused Order.

Once YumaOS has been made available, or professional services in the Order have started, we do not refund for change of mind. That does not affect ACL remedies if YumaOS fails to meet a consumer guarantee.

5. Subscriptions, unused time and services

Prepaid subscription Fees cover the Subscription Term. If you end a subscription early for convenience, unused time is not refundable unless the Order or the ACL requires it.

If you validly cancel for a major failure, or because we do not remedy a non-major failure in a reasonable time, we will refund the unused portion of prepaid Fees or pay compensation for reduced value, as the ACL requires. We calculate unused portion from the date you notify us of the problem, unless another date is fairer on the facts.

Professional services Fees are refundable for work not performed if we cancel, or if the ACL requires a remedy. Fees for services already properly performed are not refundable for change of mind.

6. Marketplace and partner purchases

If you purchased through Microsoft Azure, Amazon AWS or another marketplace, refund processing may run through that marketplace's billing system. Tell us and the marketplace when you claim. We will not use a marketplace process to avoid an ACL obligation we have as supplier.

If you purchased through a trusted MSP or other partner, you may need to claim through that partner for Fees you paid them. If we received the Fees, you may claim from us under this policy as well.

7. How to request a refund or ACL remedy

To claim, send a written request that includes:

1. your organisation name and the name of the person we should contact;
2. the Order, invoice, marketplace order number or other proof of purchase;
3. what you bought (hosted, self-hosted, marketplace, services);
4. what went wrong, or that you are cancelling an Order that has not been made available; and
5. the remedy you want (refund, resupply, repair, cancellation, or another ACL remedy).

Send claims to hello@yumait.com.au with the subject line "YumaOS refund", or write to 49 Phillip Ave, Watson ACT 2602, Australia. You may also use os.yumait.com.au/contact. Keep a copy of your notice.

Please contact us as soon as you become aware of a problem. Delay can make diagnosis harder, but we will not refuse a valid ACL claim only because some time has passed if the failure was present at supply or arose in a period the ACL still covers.

8. How we assess a claim

We will acknowledge a complete claim within 5 Business Days and tell you the outcome within 14 days of receiving the information we reasonably need, or tell you why we need more time (for example a complex hosted incident). We may ask for logs, screenshots, invoice copies or a call to reproduce the issue. We will not demand information that is not reasonably required.

If we agree a remedy is due, we will confirm the amount or other remedy in writing. If we decline, we will say why, and remind you of ACL rights and the complaint paths in clause 10.

Where a failure is not major and can be remedied, we may first offer resupply, a fix or a replacement within a reasonable time, as the ACL allows. You may refuse that course and insist on the ACL remedy that then applies if we fail to remedy in a reasonable time, or if the failure is major.

9. How refunds are paid

Approved refunds are paid in the original currency to the original payment method where that is reasonably available (card, EFT, marketplace credit or other original rail). If that method is not available, we will agree another reasonable method, such as EFT to an Australian bank account you nominate.

We will process an approved refund within 10 Business Days after we confirm the outcome in writing. Card and marketplace rails may take additional time after we instruct them. GST included in the refunded Fees is adjusted in accordance with GST law, and we will issue any required adjustment note.

Refunds are to the contracting Customer. We do not refund a personal card used without authority of the Customer except as required by law or the card scheme.

10. Complaints

If you are not satisfied with our handling of a claim, write to hello@yumait.com.au and ask for a review. You may also contact:

• the Australian Competition and Consumer Commission (ACCC): https://www.accc.gov.au/;
• Access Canberra (ACT consumer protection): https://www.accesscanberra.act.gov.au/; or
• the consumer protection agency in your Australian State or Territory.

This policy does not require you to complete an internal process before using a right the ACL gives you.

11. Contact

• Supplier: YUMA IT PTY LTD
• ABN 62 684 389 839 / ACN 684 389 839
• Address: 49 Phillip Ave, Watson ACT 2602, Australia
• Email: hello@yumait.com.au
• Terms: https://os.yumait.com.au/terms
• Contact form: /contact

This policy is effective 28 August 2026. We may update it in the same way as the Terms. An update does not reduce ACL rights that already apply to a completed supply.